Administrative Manager

The City of Altoona is actively seeking applicants for the Administrative Manager of the Codes and Inspection Department. The Administrative Manager is responsible for the day-to-day operational management of the Codes and Inspections Department.This position bridges the strategic leadership of the Director with the tactical duties of the Customer Service Representatives (CSRs).

The position oversees permit processing, inspections, license management, and customer interactions, ensuring that all workflows are efficiently routed, tracked, and completed. The Manager ensures compliance with local, state, and federal regulations while promoting operational consistency, accountability, and superior customer service.

Requirements

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Operational Management of Permits, Applications, and Licenses:

• Oversees the intake, routing, tracking, and processing of all permits, applications, licenses, and other departmental submissions, ensuring adherence to established workflows and timelines.
• Develops and maintains standardized workflows and tracking mechanisms to ensure timely and accurate processing of applications and inspections.
• Implements Standard Operating Procedures (SOPs) for permit review, routing, and approval processes to improve operational consistency and customer satisfaction.
• Monitors the status of applications, inspections, and workflows, proactively identifying and resolving bottlenecks or delays.
• Ensures accurate data entry and reporting in the BS&A software system, tracking all permits, licenses, inspections, and enforcement actions.

2. Supervision of CSRs:

• Oversees the activities of Customer Service Representatives, ensuring efficient intake, routing, and response to public inquiries, applications, and complaints.
• Develops and implements performance standards and Key Performance Indicators (KPIs) to monitor team productivity, operational efficiency, and compliance with departmental goals.
• Conducts regular performance reviews, and training sessions to ensure consistency, professional development, and alignment with departmental objectives.
• Coordinates and supervises third-party inspectors in cases where internal Building Inspectors are unavailable, not properly certified for specialized work, or when the workload exceeds departmental capacity.
• Ensures that third-party inspectors adhere to departmental policies, workflows, and quality standards, and reviews their reports and findings for accuracy and completeness.
• Acts as a liaison between internal staff, third-party inspectors, and property owners to ensure inspections are scheduled, completed, and documented efficiently.

3. Workflow and Process Optimization:

• Develops, implements, and monitors operational workflows for inspections, code enforcement actions, permit reviews, and license approvals.
• Utilizes BS&A software and other systems to manage workflows, track data, and produce reports for internal and external stakeholders.
• Collaborates with the Director to identify opportunities to streamline processes, improve efficiency, and enhance the customer experience.
• Ensures all departmental records, permits, applications, and inspections are organized, accessible, and compliant with applicable record-keeping regulations.

4. Customer Service and Public Engagement:

• Oversees the Customer Service Representatives to ensure exceptional customer service, including prompt and accurate responses to inquiries, complaints, and submissions.
• Ensures the public understands the requirements, procedures, and timelines for permit applications, inspections, and licensing processes.
• Acts as a point of escalation for complex customer inquiries or issues, providing clear and professional resolutions.
• Implements strategies to improve public communication and education regarding permit and code enforcement processes.

5. Data Management, Reporting, and Compliance:

• Monitors and manages permit revenue, inspection outcomes, and departmental performance metrics, ensuring goals are achieved.
• Generates regular performance reports, including permit volumes, inspection activity, compliance trends, and workflow timelines, for the Director of Codes and Inspections.
• Ensures departmental operations adhere to all relevant local ordinances, building codes, and state or federal regulations.
• Develops and maintains electronic and hard copy records, ensuring accuracy, completeness, and compliance with retention policies.

PERIPHERAL DUTIES:

• Supports the Director in the preparation of departmental budgets and resource planning.
• Assists with the development and revision of forms, workflows, and guidelines to improve operational efficiency.
• Participates in professional development opportunities to remain current on best practices for building operations, inspections, and permit processing.
• Represents the Codes and Inspections Department at public meetings or stakeholder events as assigned.
• Performs other duties as assigned by the Director of Codes and Inspections.

DESIRED MINIMUM QUALIFICATIONS:

Education and Experience:

• Associate's degree in Public Administration, Business Management, Construction Management, or a related field (Bachelor's degree preferred).
• Five (5) years of experience in permit processing, building inspections, customer service management, or municipal operations, with at least two (2) years in a supervisory role.
• Experience with permit and inspection management systems such as BS&A software preferred.

Necessary Knowledge, Skills, and Abilities:

Knowledge of:

• Permit processing, application routing, and inspection workflows for construction, zoning, and property maintenance.
• Building codes, zoning ordinances, licensing requirements, and inspection procedures.
• BS&A software for tracking permits, inspections, and departmental workflows.
• Modern principles of customer service, performance management, and operational efficiency.

[LC1]Or related experience.

Benefits

The City of Altoona offers a comprehensive compensation package including a competitive salary; health, dental, vision, and life insurance; paid time off; and retirement options.

The City of Altoona is an Equal Employment Opportunity Employer.

Qualification

Associate Degree